Foundant Technologies

Technical Support Representative

Foundant Technologies

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Junior

About the role

  • Provide exceptional customer support to end users
  • Help customers resolve day-to-day challenges by delivering innovative and scalable resolutions
  • Respond to email, online, and telephone client support requests
  • Troubleshoot, triage, and resolve customer support issues; providing concise details to internal teams and to the customer
  • Analyze each issue for root cause, determining if the issue could have been prevented by changes in software or business processes, and escalate to subject matter experts with recommendations
  • Capture details of support requests in ticketing system powered by Zendesk
  • Ensure client support tickets are resolved in a fast and professional manner and comply to the agreed Service Level Agreements
  • Facilitate relationships across various customer teams, internal teams, and departments to further strengthen customer partnerships
  • Help test fixes provided by the Development team and incorporate them into client systems
  • Advocate new platform features and assist clients in the adoption of new products via upgrades and configuration changes

Requirements

  • A Bachelor’s degree in any Technology, Engineering, Sciences, Mathematics (STEM) field or equivalent experience
  • Minimum of one (1) year experience in a similar role
  • Exceptionally strong and professional communication skills
  • Must be client service oriented and believe in teamwork, collaboration, adaptability and initiative
  • Excellent follow-through with minimal management
  • Excellent analytical and problem-solving skills, combined with the ability to provide quick resolution to problems
  • Ability to interact both effectively with non-technical and technical users
  • Ability to prioritize and balance multiple tasks
  • Must be legally eligible to work in USA/Canada/Ireland/Spain
Benefits
  • Competitive salary and benefits
  • Tuition and lifestyle reimbursements
  • Bespoke mindfulness and fitness initiatives
  • Flexible PTO policy
  • Autonomy and responsibility in work
  • Employee recognition for great performance
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer supporttroubleshootingroot cause analysisticketing systemZendeskproblem-solvingsoftware changesbusiness processestesting fixesconfiguration changes
Soft Skills
communication skillsclient service orientedteamworkcollaborationadaptabilityinitiativefollow-throughanalytical skillsprioritizationinterpersonal skills
Certifications
Bachelor’s degreeSTEM field